Strategic Customer Vulnerability Lead

AGL; Melbourne; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid work

Energy discounts

Energise rewards program

Parental leave (20 weeks)

Recharge leave

Diversity & inclusion initiatives

EV/novated leasing

Study assistance & share plan

Insurance deals

Job summary

AGL is seeking a Customer Vulnerability Partner in Melbourne to translate strategic priorities into practical improvements for customers experiencing vulnerability. You will work across Customer Operations and the wider organisation to identify opportunities and drive initiatives that deliver safe, fair, and accessible outcomes.

You will lead the delivery of initiatives, partner across the business, and develop evidence-based recommendations to support decision-making and sustainable practices.

Qualifications

• Experience in customer vulnerability or related policy areas.
• Proven ability to drive improvement and change initiatives end-to-end.
• Strong stakeholder engagement and relationship-management across levels.
• Experience documenting and improving policies, procedures, or customer journeys.
• Solid understanding of regulatory obligations in essential services.

Responsibilities

• Lead delivery of initiatives strengthening responses to customers experiencing vulnerability.
• Translate strategy and insights into measurable initiatives with cross‑team collaboration.
• Identify and drive improvements across journeys, policies, processes and governance.
• Embed vulnerability considerations into daily operations across the business.
• Develop evidence‑based recommendations and business cases for decisions.

Skills

Customer vulnerability

Stakeholder engagement

Change management

Policy and framework development

Regulatory understanding

Job description

AGL is seeking a Customer Vulnerability Partner in Melbourne to translate strategic priorities into practical improvements for customers experiencing vulnerability. You will work across Customer Operations and the wider organisation to identify opportunities and drive initiatives that deliver safe, fair, and accessible outcomes.

You will lead the delivery of initiatives, partner across the business, and develop evidence-based recommendations to support decision-making and sustainable practices.